Convenience retailing in South Africa is currently experiencing a unique evolution due to the inception of modernised garage convenience stores. Little is known about the actual impact this has had on the fast-moving-consumer-goods market. Furthermore, even less research has been targeted at the young consumers growing up in this digital and more demanding Millennium. This report investigates the role that convenience stores play in the market place with regards to children. It examines the various influences that affect a child’s preferences in store patronage and what retailers can do to maximise their offerings to young consumers. Garage convenience stores and traditional cafés are the primary store targets whilst children aged 9 to 12 (The Millennium Generation) are the specific consumer targets. The research results revealed how children have become more street savvy and that retailers cannot easily pull the wool over their eyes. Kids have become more knowledgeable and demanding, making it that much tougher in the convenience store industry. The fact that younger consumers also have more spending power, are extremely safety conscious and are aware of kid discrimination adds to the pressure. Surprisingly, cafés seem to be more popular with the Millennium Generation than one would initially think. The empirical study verified these findings, leading to a proposed strategic agenda for guiding convenience retailers on how to approach the Millennium Generation and strengthen consumer ties. Consistency, uniformity, loyalty programmes and pricing schemes are some of the typical areas that are addressed. With the implementation of this study’s suggested recommendations, convenience stores should be able to appeal to the Millennium Generation and ensure a healthy mutually advantageous relationship. Failing to heed the importance of the Millennium Generation will inevitable lead to serious business complications in the future. / Prof. C.J. Jooste

Prof. F. J. Herbst

Dissertation submitted in partial fulfillment of the requirements for the Master's Degree in Technology: Marketing, Durban University of Technology, 2009. / Store layout is an important factor affecting consumer behaviour and a critical determinant towards the creation of store image. Well designed layouts are extremely important because they strongly influence in-store traffic patterns, shopping atmosphere, shopping behaviour, and operational efficiency (Vrechopoulos et al., 2004: 13). When an inconsistency occurs, some consumers will abandon that establishment in search of another one which offers fast, convenient and better services (Andersen, 1997: 118). Taking a more strategic approach to store layout can reap big rewards by boosting sales, increasing customer loyalty and ultimately increasing turnover (Clark, 2003: 42). The overall aim of the study was to ascertain if independent convenience stores in Kwa Mashu are aware of the impact of store layout on purchasing patterns of consumers. In order to accomplish the objectives of the study, a quantitative study was conducted at the convenience stores at Kwa Mashu by means of self-administered questionnaires. A sample of 400 respondents was asked questions pertaining to the study. The respondents were selected through non-probability sampling within which convenience sampling was applied. Conclusions and recommendations were thereafter drawn from the literature and the findings of the study. The results of this study show that consumers experience problems with store layout. It was found that appearance of the store, merchandise display, store atmosphere, instore service and accessibility are the major causes of this discomfort. Therefore, it is recommended that convenience retail owners in Kwa Mashu attend to those areas and see to it that necessary strategies are implemented to help customers where there is a need.

by Wong Chin-nang, Yan Man-fai, Yen Sui-chi. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1990. / Bibliography: leaves [29]-[31] / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vii / LIST OF FIGURES --- p.vi / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Summary --- p.5 / Chapter II. --- GROWTH POTENTIAL OF CONVENIENCE STORE --- p.6 / Degree of Market Saturation --- p.6 / Summary --- p.8 / Chapter III. --- CONVENIENCE STORE 一 EVOLUTIONARY CHANGES IN THE RETAIL BUSINESS --- p.9 / "Traditional Stores, Supermarkets and Convenience Stores" --- p.9 / Life Cycle of Retailing Institutions --- p.11 / Dalrymple's Theory on Retail Outlets --- p.11 / Economic Growth and Convenience Stores --- p.12 / Summary --- p.12 / Chapter IV. --- GROWTH AND EXPANSION --- p.14 / Internal Development --- p.15 / Acquisition --- p.16 / Joint Development --- p.18 / Joint Ventures --- p.19 / Franchising --- p.19 / Licensing --- p.19 / Agents --- p.20 / Internal Reorganization --- p.20 / Summary --- p.20 / Chapter V. --- FRANCHISING --- p.22 / Definition of Franchising --- p.22 / Overview of Franchising --- p.24 / United States --- p.24 / United Kingdom --- p.25 / Australia --- p.25 / Growth and Expansion through Franchising --- p.26 / Advantages --- p.26 / Disadvantages --- p.27 / Future Development of Franchising --- p.27 / Summary --- p.29 / Chapter VI. --- CONSUMER BUYING BEHAVIOUR SURVEY --- p.30 / Proposition --- p.31 / Demographic Factors --- p.31 / Preference of Various Retail Outlets --- p.31 / Retail Outlet Choice --- p.32 / Survey Objective --- p.33 / Methodology --- p.33 / Sampling Design and Coverage --- p.33 / Data Analysis Method --- p.34 / Results and Analysis --- p.34 / Result Summary --- p.34 / Detail Result Analysis --- p.35 / Transaction Amount --- p.35 / Shopping Frequency --- p.35 / Items Purchased --- p.35 / Salient Factor for Retail Outlet Selection --- p.36 / Discussion and Implication --- p.37 / Limitation and Restriction --- p.38 / Sampling Error --- p.38 / Summary --- p.39 / Chapter VII. --- SURVEY ON ACCEPTANCE OF FRANCHISING --- p.40 / Proposition --- p.40 / Attitude Towards Franchising --- p.40 / Monetary Reward as Motivation Factor --- p.41 / Non-monetary Reward as Motivation Factor --- p.41 / Survey Objective --- p.42 / Survey Methodology --- p.42 / Coverage and Sampling Design --- p.42 / Survey Method --- p.43 / Survey Findings --- p.43 / Attitude Towards Franchising --- p.43 / Monetary Reward as Motivation Factor --- p.45 / Non-monetary Reward as Motivation Factor --- p.46 / Limitation of the Research --- p.48 / Sample Error --- p.48 / Sample Size --- p.49 / Summary --- p.49 / Chapter VIII. --- IMPLICATIONS AND RECOMMENDATIONS --- p.50 / Implications of the Two Surveys --- p.50 / Recommendations --- p.51 / Change People's Attitude on Franchising --- p.51 / Appeal to Younger Generation --- p.51 / Search for Other Potential Franchisees --- p.52 / Internal Development --- p.53 / Summary --- p.53 / Chapter IX. --- CONCLUSION --- p.54 / APPENDIX / TABLE / FIGURES / BIBLIOGRAPHY

Dissertation submitted in partial fulfillment of the requirements for the Master's Degree in Technology: Marketing, Durban University of Technology, 2009. / Store layout is an important factor affecting consumer behaviour and a critical determinant towards the creation of store image. Well designed layouts are extremely important because they strongly influence in-store traffic patterns, shopping atmosphere, shopping behaviour, and operational efficiency (Vrechopoulos et al., 2004: 13). When an inconsistency occurs, some consumers will abandon that establishment in search of another one which offers fast, convenient and better services (Andersen, 1997: 118). Taking a more strategic approach to store layout can reap big rewards by boosting sales, increasing customer loyalty and ultimately increasing turnover (Clark, 2003: 42). The overall aim of the study was to ascertain if independent convenience stores in Kwa Mashu are aware of the impact of store layout on purchasing patterns of consumers. In order to accomplish the objectives of the study, a quantitative study was conducted at the convenience stores at Kwa Mashu by means of self-administered questionnaires. A sample of 400 respondents was asked questions pertaining to the study. The respondents were selected through non-probability sampling within which convenience sampling was applied. Conclusions and recommendations were thereafter drawn from the literature and the findings of the study. The results of this study show that consumers experience problems with store layout. It was found that appearance of the store, merchandise display, store atmosphere, instore service and accessibility are the major causes of this discomfort. Therefore, it is recommended that convenience retail owners in Kwa Mashu attend to those areas and see to it that necessary strategies are implemented to help customers where there is a need.

Franchising has been widely accepted as an effective way to conduct and expand businesses. However, a franchise system is not a guarantee of success in the market. A successful franchise system should rely on a close and strong franchising relationship. Franchising is an important relationship management business. Franchising arrangements normally last for a number of years, so the franchisor and franchisee in the arrangement relationship are usually motivated to cooperate with each other. In addition, highly loyal franchisees may be obtained through a successful long-term franchising relationship. Over the last few decades, there has been a tremendous wave of interest in franchising relationships. However, little research has been conducted to determine the reasons for long-term franchising relationships. As a result, this study focuses on the important elements that might lead to a successful long-term franchising relationship. This study attempts to examine empirically three essential constructs (relationship quality, cooperation and customer loyalty), which might lead to successful long-term franchising relationships between franchisees and franchisors among the convenience stores in Taiwan. Mailed questionnaires were utilised to collect the research data. A total of 500 surveys were mailed randomly to the manager/supervisor of convenience stores’ franchisees among the four main franchisors (7-ELEVEN, Family, Hi-Life and OK) in Taiwan. The final sample size is 120, yielding a response rate of 24 per cent. The results show that relationship quality positively influences the cooperative relationships between franchisors and franchisees. Relationship quality is also positively correlated with franchisees’ loyalty. Additionally, the results indicate that the cooperative relationships between franchisors and franchisees are significantly associated with franchisees’ loyalty.

M.Com. (Business Management) / With the coming of deregulation, many service station operators and oil companies have had high expectations from convenience stores. They saw it as an extra revenue stream. The reality is proving much tougher. To be successful one has to have the right location, external image and internal layout. Unfortunately very few oil companies went about setting up their convenience store franchises in accordance with franchise disciplines in the first place. Many of them insufficiently developed their pilot operations and set up as many shops in as short a time as possible, with proliferation of their convenience stores as the driving force. The idea at the time was to capture as big a share of the market as was possible, before competition moved in. In many of these stores there was a lack of research into the target market, there was insufficient training and information for the dealers/operators and product range was haphazard. These problems themselves were exacerbated as the number of stores grew. The objective of this study is to analyse TOTAL's convenience store location decision making process, external image and internal layout.

by Hui Peter. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1992. / Includes bibliographical references (leaf 65). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / LIST OF ILLUSTRATIONS --- p.v / ACKNOWLEDGMENTS --- p.vi / Chapter I. --- INTRODUCTION --- p.1 / Scope and Statement of the Problem --- p.1 / Definition --- p.2 / Grocery Retail Industry --- p.2 / Scanning --- p.4 / EDI --- p.4 / The Company --- p.5 / Objectives --- p.7 / Methodology --- p.8 / Chapter II. --- PRESENT SITUATION AND PROBLEM AREAS --- p.9 / Accounting System --- p.9 / Tangible .Problem --- p.10 / Prices Change --- p.10 / Price Marking --- p.13 / Pricing Control --- p.13 / Store Shrinkage --- p.14 / Intangible Problems --- p.14 / Product Movement --- p.15 / Monitor Promotion --- p.16 / Customer Information --- p.17 / Manpower Shortage --- p.17 / Chapter III. --- THE CHARACTERISTICS OF SCANNING AND EDI --- p.19 / Electronic Point-of-Sale (EPOS) Terminal --- p.19 / Bar Code Scanner --- p.20 / Mechanics Of EPOS Terminal --- p.21 / Scanning System --- p.23 / EDI Concept --- p.24 / Chapter IV. --- THE BENEFITS OF SCANNING AND EDI --- p.26 / Tangible Benefits - Scanning --- p.26 / Elimination Of Prices Change --- p.26 / Reduction In Price Marking And Price Change Labour --- p.27 / Reduction In Store Shrinkage --- p.27 / Increase In Checkout Productivity --- p.28 / Reduction In Store Bookkeeping --- p.28 / Intangible Benefits - Scanning --- p.29 / Improved Product Movement Information --- p.29 / Markdown Losses --- p.30 / Improved Customer Information --- p.30 / Customer Benefits --- p.31 / Front-End Labour Scheduling --- p.31 / Security --- p.31 / Simplified Training --- p.32 / Use Of Plastic Money --- p.32 / EDI Benefits --- p.32 / Purchasing --- p.33 / Inventory --- p.34 / Invoices --- p.34 / Chapter V. --- HOW TO GET STARTED --- p.35 / Vendor Presentation --- p.35 / Talk To Other Retailers --- p.36 / Define Goals To Achieve --- p.36 / Costs And Benefits Analysis --- p.37 / Set Up Steering Committee And Project Team --- p.38 / Project Planning --- p.39 / Implementation Plan --- p.40 / Monitoring Plan --- p.41 / Chapter VI. --- CONCLUSION --- p.42 / APPENDIX --- p.44 / BIBLIOGRAPHY --- p.65

This study researches the topic customer service of convenience sores. Two objectives are set, namely to measure the customer service levels of convenience stores, and then to determine if any differences exist between customer perceptions and customer expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that currently exist in practice. The Kano model provides insights into the dynamics of customer preferences and their needs, which ensures the delivery of successful products and services. The SERVQUAL method is a technique that can be used for performing a gap analysis of an organisation's service quality performance against customer service quality needs. Because of SERVQUAL's strong empirically based methodology and popularity amongst services organisations who aims to improve their service quality, SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a selected group, using the SERVQUAL questionnaire to measure customer expectation and customer perception. The sample size is 65 respondents, and they all responded by completing the structured SERVQUAL questionnaires. A seven-point Likert scale was used in the questionnaire. A "1" was labelled as "strongly disagree" while a "7" was labelled as "strongly agree". The reliability of the data was confirmed by means of Cronbach alpha and a-values of 0.879 (customers' perceptions) and 0.906 (customers' expectations) showed satisfactory reliability. Descriptive statistical analysis was used to calculate mean values of the criteria while principle factor analyses were employed to extract factors from both groups of data. The factors pertaining to the perceived service has been identified as Employee Mind-Set (explaining the variance of 29.72%), Excellent Service (19.14%) and Display (8.92%). Regarding the factor analysis of the expected levels of service, the factors identified are: Employee Mindset (35.78%), Service Reputation (25.22%) and Transactions (5.90%). From the research it became evident that the three major recommendations to managers of convenience stores who aims to improve their service quality are managerial actions focussed at: *Internal training. *Induction programmes *Surveys (further research and monitoring). / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2009.

This study researches the topic customer service of convenience sores. Two objectives are set, namely to measure the customer service levels of convenience stores, and then to determine if any differences exist between customer perceptions and customer expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that currently exist in practice. The Kano model provides insights into the dynamics of customer preferences and their needs, which ensures the delivery of successful products and services. The SERVQUAL method is a technique that can be used for performing a gap analysis of an organisation's service quality performance against customer service quality needs. Because of SERVQUAL's strong empirically based methodology and popularity amongst services organisations who aims to improve their service quality, SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a selected group, using the SERVQUAL questionnaire to measure customer expectation and customer perception. The sample size is 65 respondents, and they all responded by completing the structured SERVQUAL questionnaires. A seven-point Likert scale was used in the questionnaire. A "1" was labelled as "strongly disagree" while a "7" was labelled as "strongly agree". The reliability of the data was confirmed by means of Cronbach alpha and a-values of 0.879 (customers' perceptions) and 0.906 (customers' expectations) showed satisfactory reliability. Descriptive statistical analysis was used to calculate mean values of the criteria while principle factor analyses were employed to extract factors from both groups of data. The factors pertaining to the perceived service has been identified as Employee Mind-Set (explaining the variance of 29.72%), Excellent Service (19.14%) and Display (8.92%). Regarding the factor analysis of the expected levels of service, the factors identified are: Employee Mindset (35.78%), Service Reputation (25.22%) and Transactions (5.90%). From the research it became evident that the three major recommendations to managers of convenience stores who aims to improve their service quality are managerial actions focussed at: *Internal training. *Induction programmes *Surveys (further research and monitoring). / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2009.